期刊
GROUP & ORGANIZATION MANAGEMENT
卷 44, 期 4, 页码 687-717出版社
SAGE PUBLICATIONS INC
DOI: 10.1177/1059601118755239
关键词
customer mistreatment; contingencies of self-worth; incivility; self-concept; self-esteem threat; service work
资金
- Prime Minister's Australia Asia Scholarship
Customer mistreatment is a ubiquitous and pernicious form of interpersonal mistreatment leveled by customers against employees. Service workers' reactions to customer mistreatment have been traditionally viewed as tit-for-tat reactions in which service workers respond to customers' aggression with retaliation in kind. However, this tit-for-tat account does not capture the broad range of possible service worker responses to customer misbehavior. We build the case for self-esteem threat as an overarching framework for divergent employee reactions to customer mistreatment, and explain how service workers' behavioral reactions and emotional labor may systematically vary according to where service workers stake their self-esteem-in performance, in others' approval, or in status-using contingencies of self-worth theory. Other features of the self-concept are identified as boundary conditions of the process.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据